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Customer journey mapping is a tool to define the unarticulated need of our customers across the whole experience journey and to address:
–Customer key moments (what customer feel?)
–Pain points (the actual root cause)
–Customer wishes (What customer need)
•Then design with the stakeholders the best experience to fulfill customer needs and to solve the painpoints
•Accordingly we could reach our objective of Differentiation & Changing
It is important to have customer journey mapping if not in a day or two than should be by the end of the week. If it is quick it does give a great impression on regular customers and of course by seeing this mapping new customers sure can come in weather in store or online to Exploration, making a Choice, Comparing with others, Taking an action is PURCHASING and as his/her person review considering as GOOD DECISION!
